Murphy Bespoke Bed Frame UK

1.1 Delivery Service

1.1.1 UkBedsDirect manufactures the majority of our products in-house and delivers them using either our own trained delivery drivers or approved third-party courier partners.1.1.2 Once your order is ready for dispatch, you will be contacted by our delivery team or one of our couriers to arrange a suitable delivery date. Contact may be made via telephone, SMS, or email.

1.2 Delivery Timeframes

1.2.1 As most items are built to order in our manufacturing facility, standard delivery times are 7–14 days from the date of purchase. In exceptional circumstances, delivery may take up to 21 working days.1.2.2 Orders may be delivered either by an in-house UkBedsDirect driver or a third-party courier, depending on route availability and order size.1.2.3 On certain routes, couriers may assign a delivery date based on their existing schedule. You will be notified in advance where possible.

1.3 Delivery Estimates and Delays

1.3.1 UkBedsDirect will take all reasonable steps to deliver your order within estimated or confirmed timeframes. All delivery times are estimates only and not guaranteed.1.3.2 Deliveries may be delayed or rescheduled due to factors outside our control, including manufacturing delays, traffic conditions, courier issues, weather conditions, or operational disruption.1.3.3 UkBedsDirect is not liable for loss of earnings, missed appointments, or any consequential losses due to delivery delays.

1.4 Delivery Address Requirements

1.4.1 Orders can only be delivered to the delivery address supplied at checkout.1.4.2 To request a delivery address change, you must provide proof of identity showing you are the authorised billing address holder. Accepted documents include:

Utility bill

Driving licence

Passport1.4.3 UkBedsDirect may refuse any address change request at our discretion.1.4.4 Once your order has been dispatched or is out for delivery, the address cannot be changed. Attempting to change the address may incur redelivery charges.

1.5 Delivery Areas

1.5.1 We offer FREE delivery to the UK mainland.1.5.2 We do not deliver to the following locations or postcodes:PA, G, EH, KA, DG, FK, KY, PH, DD, AB, IV, KW, TR, GY, JE, SA, IM, ZE, HS, BT, Isle of Wight

1.6 Goods in Transit

1.6.1 All products are insured in transit, whether delivered by UkBedsDirect drivers or third-party couriers, until they are delivered to your address.1.6.2 Liability for the goods transfers to you once delivery has been completed.

1.7 Missed Deliveries

1.7.1 If you are not present for a confirmed delivery, redelivery charges may apply.1.7.2 UkBedsDirect is not responsible for any lost time, inconvenience, or costs arising from courier delivery failures beyond our control.

1.8 Seasonal or Exceptional Surcharges

Additional delivery charges may apply during Christmas, bank holidays, periods of severe weather, or other exceptional circumstances.

1.9 Multiple Deliveries

Where an order contains multiple items, these may be delivered separately.Items manufactured by UkBedsDirect may be delivered by our own driver, while other products (e.g., accessories or supplier-provided goods) may arrive via a third-party courier.

1.10 Access and Delivery Conditions

1.10.1 You must inform us of any access restrictions that may affect delivery, including narrow roads, parking limitations, staircases, or restricted entryways.1.10.2 You are responsible for ensuring that access to your property is safe and unobstructed for the delivery team or courier.1.10.3 If delivery cannot be completed due to undisclosed access restrictions, redelivery charges may apply.

1.11 Liability for Property Damage

1.11.1 By placing an order, you acknowledge that UkBedsDirect is not liable for damage to your property caused by courier or driver negligence during delivery.1.11.2 UkBedsDirect is not responsible for repair costs, compensation, or related expenses resulting from delivery-related incidents.

1.12 Additional Services

UkBedsDirect does not offer:

Removal of packaging

Disposal of old beds, mattresses, or furnitureThese services must be arranged independently by the customer.

1.13 Sharing of Delivery Information

1.13.1 Your delivery details will be shared with our drivers or courier partners solely for arranging and completing your delivery.1.13.2 Couriers or drivers may contact you to:

Arrange or confirm a delivery date

Provide updates

Notify you prior to arrival1.13.3 You may opt out of courier contact by emailing or calling us, although this may delay delivery scheduling.

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At UK Beds Direct Ltd, each product is made with great care and attention. Most of our items are custom-made, built to order, and tailored to your chosen size, colour, fabric, and design.Because these items are manufactured specifically for each customer, they are treated as made-to-order under UK consumer law.

1. Cooling-Off Period (Custom Orders)

1.1 UK Beds Direct Ltd provides a 48-hour cooling-off period from the moment your order is placed. During this period, you may:

Change minor details of the order

Adjust your specifications

Cancel your order without any fees

1.2 After 48 hours, your order enters production, and cancellation terms change (see Section 2).

2. Cancellation of Made-to-Order Items

Under the Consumer Contracts Regulations 2013, made-to-order goods do not carry the usual right to cancel once production begins.

2.1 If you cancel after the 48-hour cooling period, a 20% deduction will be applied to cover:

Materials already cut or allocated

Labour and production time already used

Custom work already started

2.2 If your order is near completion, completed, or packaged for dispatch, UK Beds Direct Ltd may:

Decline the cancellation entirely, or

Apply additional reasonable costs to reflect work already completed

2.3 If a delivery date has been booked, processing has begun, or the item has been routed with the courier, an administration/delivery fee of up to £200 may apply.

2.4 Once an item has been dispatched, any cancellation becomes a return and collection request, and all associated fees will apply.

3. Non-Returnable Products

3.1 Because items are made specifically for each customer, returns for “change of mind” are not accepted, unless agreed at management discretion.

3.2 Mattresses and sleeping pads cannot be returned once opened, for hygiene and safety reasons.

3.3 An unopened mattress in its original sealed packaging may be returned within 7 days, provided it is a standard stocked model and not made-to-order.

3.4 Used mattresses cannot be returned unless they contain a proven manufacturing fault.

4. Reporting Damage, Faulty or Incorrect Items

4.1 All customers must inspect their goods at the time of delivery.

4.2 Any damage, defect or incorrect item must be:

Reported within 48 hours, AND

Noted on the delivery note before signing where possible

4.3 Customers must provide clear photographic or video evidence of the issue.

4.4 If the item is faulty or incorrect, UK Beds Direct Ltd will:

Repair the fault, or

Replace the faulty parts, or

Provide a replacement item and arrange collection

All at no cost to the customer.

4.5 We cannot accept responsibility for faults or damage reported after 48 hours, as they may have occurred after delivery.

5. Discretionary Returns (Non-Faulty Items)

5.1 In exceptional cases, at the discretion of UK Beds Direct Ltd, we may accept a discretionary return.

5.2 If accepted:

A £150 collection and administration fee applies

The item must be unused and in perfect resalable condition

The customer must securely package the product to prevent damage during return transport

5.3 If damage occurs due to inadequate packaging, additional charges may apply.

DELIVERY POLICY

6. Delivery Scheduling

6.1 Our courier or delivery team will contact you to arrange a delivery slot.

6.2 You must provide an up-to-date mobile or landline number and email address to avoid delays.

6.3 Please do not take time off work until a delivery date has been confirmed directly by the courier.

7. Delivery Timescales

7.1 Typical delivery times:

Divan beds & mattresses: 7–14 working days

In rare cases: up to 21 working days

7.2 Some orders may arrive in separate deliveries due to supplier or courier differences.

7.3 You will receive a text/email the day before delivery with your time slot.

7.4 Deliveries may be delayed or cancelled due to unforeseen circumstances such as weather, traffic, courier illness, or operational disruption.Compensation cannot be provided for missed appointments or lost earnings.

8. Delivery Service Details

8.1 Delivery is to the ground floor or communal door only.

Drivers are not obligated to bring items further into your home. Any assistance beyond the door is a goodwill gesture and at your risk.

8.2 Customers must ensure:

Safe and unobstructed access

Suitable parking arrangements

Clear paths for couriers

8.3 If delivery cannot be completed due to access issues, redelivery fees may apply.

9. Delivery Charges & Exclusions

9.1 Delivery is free to most UK mainland areas.

9.2 The following areas may incur additional charges or may be excluded:

PA, KA, DG, FK, KY, PH, DD, AB, IV, TD, TR, KW, BT

9.3 UK Beds Direct Ltd currently does not deliver to off-shore locations, as these deliveries are uninsured and at customer risk.

10. Packaging, Assembly & Removal

10.1 Items may arrive flat-packed for easy self-assembly.

10.2 UK Beds Direct Ltd does not:

Remove old furniture

Dispose of old mattresses

Remove packaging

11. Insurance & Damage in Transit

11.1 All goods are fully insured until they reach your property’s entrance.

11.2 If damage occurs during delivery and is reported within 48 hours, we will replace or repair the item free of charge.

12. Data Protection (Updated Legal Standard)

UK Beds Direct Ltd complies with the Data Protection Act 2018 and UK GDPR.

Your data is used only for order fulfilment, delivery, warranty, fraud prevention and legal compliance.

We never sell your personal data to third parties.

We share your contact details only with delivery providers responsible for your order.

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